Office Manager/csr

Location: Sooke/potential for hybrid remote

• Department: Customer Service/Office manager
• Pay: $20-$30 hour

Primary Purpose : A Customer Experience Specialist, will act as a liaison, provide product/services information, answer questions, schedule service appointments, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

To be successful in this role, you will need to be organized, efficient, persuasive and have practical problem-solving skills. You will be interacting with our customers daily and having patient and respectful behavior is a must as you are representing our Heat Pump company

Responsibilities : (This list may not include all the duties assigned)

• Manage incoming phone calls and outbound return calls.
• Generate sales leads.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.
• Meet or exceed all company standard KPI’s.
• Create and document work flows

Basic Position Requirements : Abilities :

• Proven sales and customer support experience or experience as a Client Service Representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively.
• High school diploma or equivalent

Knowledge :

• Strong knowledge of computer systems and software
• Knowledge of Service Titan an asset
• Experience in home service companies an asset
• Knowledge in the service industry is a plus, but not required.
• Be able to type 40 WPM

Training Required :

• Customer Service training for 2 weeks provided.

Supervisory Responsibilities : N/A

Working Conditions :

• Must be able to work in a remote environment.
• Must be able to sit for long periods of time in front of a computer.
• Must have high speed internet and a computer available with ethernet capability.
• Must be able to work various shifts during the hours of 5am-11pm M-F, and weekends
• The job environment is fast paced and results oriented.
• Must pass Drug test, Background check.

Equipment / Tools :

• Video camera, personal computer, headset (headset not provided by Sasquatch Heat Pumps)

Benefits :

• PTO/Sick time
• Health, Dental, Life Insurance

PLEASE NOTE: Sasquatch Heat Pumps reserves the right to change, modify or add to the duties and essential functions at any time.

Job Types : Full-time, Permanent

Salary : $20.00-$25.00 per hour

Benefits :

• Casual dress
• Dental care
• Life insurance

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Sooke, BC: reliably commute or plan to relocate before starting work (preferred)

Work Location: Hybrid remote in Sooke, BC

Expected start date: 2023-01-03